We ran this one by the Queen of Comps, who's also the Queen of Casino Promotions (in fact, the Queen, period) herself, Jean Scott. Here's her response.
You were lucky it happened before you made your trip. I remember hearing some horror stories about this happening at the Venetian when it first opened -- with the casino rescinding room offers after the customers, holding confirmed reservations, appeared at the front desk to check in.
Fortunately, because these experiences are are a public-relations black eye for the casino, they're quite rare. More common, however, and almost as frustrating, is receiving an invitation for a really juicy promotion, such as a free-room offer, calling immediately to make the reservation, and hearing that the offer is "sold out."
What can you do in any of these circumstances? If I'm talking to a front-line employee, I know he or she has no authority to solve my problem. So I immediately ask for a supervisor. It's amazing how often this resolves the problem.
If I don't get anywhere with a supervisor, my next step is to contact a host. This is yet another example where having a host who knows you comes in mighty handy. (Those little gifts you've given him in the past will help his memory now!)
If you don't have a host, there may be nothing else for you to do. Sometimes it's just impossible to bend a casino to your will, even when it makes and rescinds an offer in the same breath. My philosophy is: There's no use losing sleep over it. I just hope things work out better next time.
